NEW YORK — The MTA’s Spring 2025 Customers Count Survey reveals a major win for the city’s transit system, with overall subway satisfaction reaching its highest level since the survey began in 2022. The results, based on feedback from nearly 90,000 riders also show strong improvements across city buses, the LIRR and Metro-North.
According to the survey, 57% of subway riders said they’re satisfied with the service, up from 49% in Fall 2024. Riders pointed to better reliability and shorter wait times as key reasons behind the bump. The report also noted improvements in how safe people feel using the subway, both on trains and in stations.
Key factors driving the increase in satisfaction across the MTA network included improved transfer experiences, service reliability and on-time performance, particularly during peak hours. Riders also appreciated better peak service frequency, seat availability, cleanliness on board trains, off-peak service and fewer delays, all of which contributed to a smoother and more dependable commute.
Despite the improvements, the survey also highlighted areas where riders want to see more progress. Top suggestions for boosting overall satisfaction included offering better fare incentives, increasing service frequency on both weekdays and weekends, and maintaining cleaner trains and restrooms. Riders also called for more visible police and security, more convenient transfer options and improvements in service reliability, especially in reducing delays and addressing “quality of life” concerns, such as erratic behavior and limited parking availability.
Safety remains a crucial aspect for commuters. The survey covered safety concerns not just on trains, but also at stations and parking lots. Riders shared their views on safety from accidents, crime or harassment on board and overall security at stations and in surrounding areas, with many noting improvements.
Among commuter rail lines, Metro-North Railroad continued to lead in satisfaction. The Hudson Line recorded the highest score at 90%, followed closely by the Harlem and New Haven Lines, both at 89%. These high marks were driven by reliable service, consistent schedules and a strong perception of safety and cleanliness.
Bus riders also gave higher marks, with overall satisfaction jumping to 64%, the highest in two years. All boroughs saw increases, with Staten Island, the Bronx, Brooklyn and Queens reporting double-digit gains. Manhattan riders remain the most satisfied, with 72% saying they’re happy with the service.
Demetrius Crichlow, President of NYC Transit, credited the improvements to added service, better reliability and the visible presence of MTA staff and NYPD officers. “It’s paying off with some of the highest customer satisfaction we’ve ever seen,” he said.
The Long Island Rail Road (LIRR) also saw gains. Satisfaction rose to 81%, helped by smoother transfers at Jamaica and better on-time performance. Riders gave high marks to station cleanliness and safety, especially at Penn Station.
Access-A-Ride, the city’s paratransit service, maintained steady satisfaction ratings. In June 2025, 78% of riders said they were satisfied overall, with even higher scores for specific experiences like driver courtesy and on-time pickup and drop-off.
MTA officials say the data is more than just a pat on the back. It’s also a roadmap for where to keep improving.
“We’re listening to what customers are telling us and using their feedback to shape the future of the system,” said Shanifah Rieara, the MTA’s Chief Customer Officer.
With more service expansions and updates planned for the rest of 2025, the MTA hopes these numbers are just the beginning of a continued upward trend.
Check out Nova Cadeau for more such transit updates around the city and boroughs.
